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00:00I've run hotels most of my working life.
00:04So we've got 23 rooms in house tonight.
00:07Thank you very much to all of you.
00:09So I know all too well how brutal the hospitality industry can be.
00:13That is terrifying.
00:15We've put everything that we have into this.
00:17And this year the situation truly is dire.
00:20You've got me worried about that now.
00:21I have a lot of pressure to make sure that I deliver.
00:26With businesses facing spiralling energy, food and wage costs.
00:30I have a big sense of responsibility.
00:33And customers who have less money to spend.
00:36Frankly, sweet Fanny Adams.
00:38From country pubs.
00:39Careful of the dog ****.
00:41To seaside hotels.
00:42This has got to be done for Friday.
00:44I have somebody in here Friday night.
00:46Shepherd's huts.
00:47You've got a big one.
00:49To family guest houses.
00:51Makes me think of Scarlett O'Hara.
00:53They're all in desperate need of my help.
00:55She's just pulled up and I'm terrified.
00:58I'll be getting my hands dirty.
01:00Come on, the paint work.
01:03And delivering some hard truths.
01:05I think you're bonkers.
01:07Hello.
01:08To help owners across the country get back in the black.
01:12Something has got to change.
01:14You're very silent.
01:16Why?
01:16You're the experts.
01:17Before everything comes crashing down.
01:20We're just hoping we can catch it before it's too late.
01:24That is my challenge.
01:26Should I choose to accept it?
01:27And I do.
01:32This time...
01:32What on earth made you think that this was something that you could do?
01:37I don't really know.
01:38I answered a call from a scared young landlord.
01:41This is your pub.
01:42You've got to leave from the front.
01:43I don't have that much confidence.
01:46Who took the leap through necessity.
01:48Nobody understands I have been pumeless.
01:51But is struggling to stand on his own two feet.
01:54I just don't think I can do it on my own.
01:58Say them again?
01:59Yes, please, mate.
02:04Three months ago, aged just 24...
02:07Hey, Giles, how you doing?
02:08Hendrik took over the Plume of Feathers pub on the edge of the village of Castle Morton
02:13in rural Worcestershire, traditional farming country.
02:17I've never done hard work in my life.
02:19What can I get for yourself?
02:20You learn really quickly if you pour a bad pint.
02:23Do you want a flake with it?
02:25Clients, they don't really hold back.
02:27£10 altogether.
02:28Thank you very much.
02:29Hendrik's family, mum Louise, his Dutch dad Henk...
02:33Can you fill the middle tank with water and then bring the hose back up?
02:37And his younger sister, Meredith, were running a 270-acre stud farm for ten years
02:43when their life was turned upside down.
02:46We were renting this farm and we've been there for the last ten years.
02:49However, the new owner said that we couldn't stay any longer.
02:53So all of a sudden, we had six weeks to move, 80 horses,
02:59five dogs, three cats, a parrot and a big house with nowhere to go.
03:05Essentially, we were homeless.
03:06In that time, the previous landlord had enough of running the pubs.
03:10And when I heard about that, I was living on my nan's floor.
03:14I saw that as an opportunity, as somewhere to live.
03:18A job, hands down, we've got to take it.
03:21It's our only option.
03:24To provide a roof over their heads, Hendrik took out an £8,000 loan
03:28for the lease of this 18th-century coaching inn with beer garden.
03:33Downstairs is a bar, dining room and a working kitchen.
03:38And upstairs, four small bedrooms and a living room.
03:42In return...
03:43Can we get a tuna mayo sandwich?
03:45And one Dutch power to fix.
03:47Hendrik's farming family became the live-in hospitality staff.
03:51My mum's my chef.
03:52My dad helps me out with running bar shifts.
03:54I can't undo these.
03:55When Hendrik took over the business,
03:58the pub hadn't opened its kitchen for 18 months.
04:01I wanted it not to be just an old boozer.
04:05Thank you very much.
04:06To help widen a narrow customer base, Louise...
04:10I'm just a mum cook.
04:12..donned her apron.
04:14You rate my chilli, don't you, Neil?
04:16Yeah.
04:16Very good curry, very good chilli.
04:18No complaints from me.
04:20Now that we've opened up a kitchen,
04:22there's more incentive to bring the kids and the family down.
04:26I've never worked in hospitality.
04:28I think that's good.
04:31But my husband has had his own pub before.
04:34I'm sure I can pour the better pint.
04:36Well, I did three and a half years in Sussex, and that was 1986.
04:40It's not as good a pint as this was.
04:42That's average.
04:44Average, isn't it now?
04:45People always think Dad is the landlord and I'm the uni bar staff.
04:50I'm fed up of people saying, can I have the manager, please?
04:52When I'm like, excuse me, I'm the landlord.
04:55But it's not just the customers who are struggling
04:58with the concept of a young landlord.
05:01I don't think of him as my boss.
05:03I mean, I'm the boss of the kitchen.
05:05Louise may run the kitchen,
05:07but it's not the life she and Henk planned.
05:10I've cleaned the ladies, Lou.
05:12As you know, I don't go in the men's.
05:14I've done the men's.
05:15Because it makes me gag.
05:18I'm exhausted.
05:19Because I also clean the pub most days as well.
05:22Andrew, I'm not having a go at you.
05:25Why are you getting so stressed?
05:27I'm not trying to make you feel bad.
05:29I do clean the pub most days.
05:33I know.
05:33And I cook and I do your accounts.
05:37It's not criticism to you.
05:39It's just working out where we're heading.
05:42Hendrik's parents have found an opportunity
05:44to continue stud farming
05:45and potentially build a house for themselves
05:48on a small plot of land they've bought.
05:50And so they want to step back from the pub.
05:53Being made out as I'm really useless here.
05:55That's not fair.
05:57Oh, don't be silly.
05:59He's got to stand on his own two feet
06:01and run the place.
06:03They've given Hendrik a deadline of five months
06:05before they stand down as the pub staff.
06:08It's given me five months, essentially,
06:10that I've got to learn to do everything on my own.
06:14I'm very scared about a bad deadline.
06:16It's time to grow up.
06:21The Malvern Hills in Worcestershire,
06:24a scenic landscape shaped by natural springs
06:26and famed for its historic farming roots,
06:29it's a draw for walkers and foodies alike.
06:33I am heading to a pub which is being run
06:37by a very young, very inexperienced new landlord.
06:42Close up the cellar, wipe that table.
06:46So stressed, I can't stop unswitting.
06:49Like, I've just come out of the shower.
06:50I can't wait to see how he's getting to grips
06:53with this new career.
06:56Yeah, I'm terrified right now.
06:59I think she's going to find a few things a bit disorganised,
07:01admittedly.
07:03I am.
07:04Mum, can we pay that a bit later?
07:06No, it won't be a minute.
07:08Emotional support tea.
07:13OK, she's just pulled up and I'm terrified.
07:17Judgment day.
07:22This is a rather nice spot.
07:24I'm not a huge fan of logoed umbrellas,
07:28but I do understand that they come as freebies.
07:32One of the biggest attractions of a country pub
07:35is its beer garden.
07:36So, before I meet the landlord,
07:37I'm just going to pop my head round the back.
07:41It's an enormous space.
07:44There's a little lean-to that could probably be,
07:48well, neater.
07:52What is this banky old static caravan and some portaloos?
07:58Careful of the dog s***.
08:01You've got the washing line over there and another storage unit here.
08:07It's not quite the attractive country beer garden I was hoping to find.
08:11However, what a great outdoor space for families.
08:15They've got a nice children's playground.
08:18Now to meet the young landlord.
08:20Good morning.
08:21Hello there.
08:22Good morning.
08:23How are you?
08:23Hendrik.
08:24Hi, very nice to meet you.
08:26Nice to meet you.
08:27How do you do?
08:27Very nice to meet you.
08:29I mean, baby-faced is an understatement.
08:32Are people surprised at your youth?
08:34Yes, that does take people back.
08:36Most people think I am the bar staff.
08:38Yes.
08:39Do you find that difficult somehow?
08:40Let's just say they don't take you...
08:42Terribly seriously.
08:43That's the polite way of putting it.
08:45And so what is your role here, Hank?
08:47We've always worked together as a family.
08:49Right.
08:50But we had a big farm down the road here.
08:52And we always helped each other, so...
08:54What are you happy about so far and what are you not?
08:57It would be really nice to have more families come in here,
09:00to enjoy the space that we provide.
09:02So, um...
09:04What is that noise?
09:05That would be Solly, the pub parrot.
09:08Oh, my gosh!
09:10He goes quiet when you give him a crisp.
09:12Oh, yes.
09:13There you go.
09:16Has it been what you expected?
09:18No.
09:19Far from it.
09:20Far from it.
09:22And you're quite happy now, being here and running the place.
09:25Aren't you?
09:26Are you?
09:27Because it isn't for everybody.
09:31I don't think I've got enough experience to give you a definite answer on that one.
09:34All right, let me go and have a look around.
09:36I'll see you in a minute.
09:36See you.
09:39Demo.
09:41Hendrix is clearly not enamoured with this line of work.
09:45It is merely a solution.
09:47What I would like to do is make him more confident in himself as a boss,
09:51and quite quickly if this is going to succeed.
09:57Louise.
09:58Hello, Alex.
09:58Nice to meet you.
09:59Nice to meet you.
10:00Hello, Meredith.
10:01Hi.
10:02Meredith, what do you do most of the time?
10:04I'm at uni.
10:05Of course, darling.
10:06You've got a proper job.
10:07Are you paying yourselves?
10:08No.
10:09I'm only doing it to help Hendrix.
10:11I'm an accountant by trade.
10:13Are you?
10:14Yes.
10:14To step into a kitchen and to be prepared to serve a full menu is amazing.
10:19And how did you decide on the menu?
10:22We went to other pubs, saw what they were doing, and seen what they're charging.
10:27We've gone a little bit lower to try and get trade.
10:29That isn't quite how it works, darling, when you're doing pricing.
10:33It was a start.
10:33It is a start.
10:34You're four months in now.
10:37Pub food should make a gross profit, or GP, of at least 60%.
10:41That way, operational costs like staff and electricity are factored into the prices.
10:48If it's all right with you, I'll order a few dishes.
10:50Is there something you particularly enjoy serving?
10:53Not fish.
10:54But it's funny how many people like fish and chips.
10:57OK.
11:00They seem extremely lackadaisical about their methodology.
11:04It's just, you know, they've picked items on a menu by going along, seeing what other people were doing.
11:10Slightly undercutting some pubs.
11:12I mean, it's a little bit haphazard.
11:13You can tell that already.
11:15What can I get you?
11:16OK, so your mother let slip that she hates doing the beer battered cord, so I'm going to order one
11:21of them.
11:21I really want to try the Dutch-style ploughmans.
11:24That looks delicious.
11:25It's two bits of toast, lettuce, ham, gala cheese, and free-fried eggs over the top.
11:31And I'm going to get a seafood salad plate.
11:33And I'll have just a half.
11:38Right.
11:39Alex has ordered.
11:40One cotton chips, because she...
11:42Hates me.
11:43Yep.
11:45One Dutch ploughmans and one seafood platter.
11:47Right.
11:49You can do the eggs.
11:51OK.
11:52I'm a little bit worried to cook for Alex.
11:55OK, seafood platter.
11:58They've eaten nearly all the smoked salmon yesterday.
12:02Now, there would have been normally a lot more than that, but somebody ate it all.
12:06Dad ate more of it.
12:08Let's hope she doesn't notice.
12:10Oh, I'm just...
12:11You've got me worried about that now.
12:13It's dressed.
12:24On the edge of the stunning Malvern Hills in rural Worcestershire, set amongst historic
12:30farmsteads...
12:31And they put these eggs in?
12:32Not yet.
12:33Well, you've just...
12:34Yeah, I know, but I want that pan.
12:36...is the Plume of Feathers, an 18th-century coaching inn, where I've been called to help
12:41novice young landlord Hendrik find his feet in the pub trade.
12:46Leave me with the eggs.
12:47I'm doing peas at the front.
12:49Before his parents leave him to return to farming.
12:53I like the bar itself a lot.
12:56I like the selection of his beers on tap.
12:59I like how he's hung up all his crisps over the bar.
13:03The bar looks like the most kind of established bit.
13:06Next door to the quintessential country pub bar is the dining room,
13:10which Hendrik and his family have resurrected and redecorated.
13:15Orange and blue would not be my favourite combination of colours.
13:19There's these funny little plastic things.
13:23In fact, there's plastic greenery everywhere and a few other random items thrown in for good measure.
13:29And the laminated yellow menu shouts greasy spoon rather than rustic fare.
13:36However, I think this space could be really bloody nice.
13:42Come and sit down a minute. I don't bite, I promise.
13:45Why did you only paint one more orange?
13:47We wanted a brighter, warmer feel to this room that was previously quite cold.
13:53Yeah.
13:54Are you ambitious Hendrik?
13:56Yes, I want this place to be the place to go to.
13:59My beer selection is completely different from the competition.
14:03Clever you.
14:04And I want to help out smaller breweries.
14:06All of our meats come from our local butchers.
14:08We want to show our support for British farming.
14:10That's a great motto.
14:12And fitting, giving the surrounding farms.
14:16So how do you feel about your parents stopping working with you in five months' time?
14:21I'm actually quite nervous on it.
14:24He's going to have to do shopping, cooking, the cellar work.
14:28I'm doing the cleaning and do the accounts.
14:31And washing up.
14:31And washing up, yeah.
14:33I've got the fish and chips.
14:35And the seafood platter.
14:37That looks nice, thanks darling.
14:38And Dutch plough mints.
14:40Enjoy.
14:41I know what you want, but you're not getting anything from me.
14:47I'm worried about what she thinks of the menu.
14:50That's not really my department.
14:52All the food is lovely.
14:54Particularly the cotton chips.
14:55That is one of the nicest ones I've tried.
14:58But £12.50 looks too cheap.
15:01No wonder they sell so many cotton chips,
15:04because it's really good value for money.
15:06Too good value for money.
15:11I think this baby-faced landlord has a lot to offer, but also much to learn.
15:17What on earth makes you think that this was something that you could do?
15:23Don't really know, in all honesty.
15:25The actual hours and the work behind the bar is easy.
15:28It's all the red tape that scares me and all the pressure.
15:30Yeah.
15:31It feels a bit overwhelming.
15:33What's it cost you?
15:34It was £7,500, £8,000.
15:35We helped him initially.
15:37We had to buy all the stock.
15:38I was £3,600.
15:40We've had it all back.
15:41Oh, well done.
15:42That's very grown up of you.
15:44Now, in the height of the summer, I imagine you're earning very, very well.
15:48Up the minute, we are turning over anywhere between £14,000 to £16,500 per month.
15:53That's really good, isn't it?
15:56Well, I've got the accounts.
15:57Three months, that is.
15:59And you've taken £10,000 profit.
16:01But that's from now on taking a wage.
16:03Hendrik is seeing decent returns this summer.
16:06But in just a few months, he's losing all his free family labour just as he heads into winter.
16:12If Hendrik is to sustain paying staff, it's vital he pulls in more customers.
16:18Using every trick in the book.
16:20You have to give people a positive reason to choose you.
16:24And your passion about the British farmer is nowhere evident on this piece of laminated yellow menu.
16:32When it came down to the kitchen, I sort of left that completely to mum.
16:35But you have not communicated to your mother how important it is, and you are the landlord.
16:41Everything should speak to that same idea that you have.
16:46Plastic plants do not tell that story.
16:48No, I've painted them from day one.
16:50It's no use the landlord blaming the interior design on his mum too.
16:55Hendrik has to take responsibility.
16:57Dad's going well servicing repairs.
17:01I mean, we're definitely going to have to perk this off a bit.
17:05I want to give the dining area a much needed country pub revamp, so it marries with the bar.
17:11I also want to ensure that Hendrik and his chef and accountant mum Louise make a profit from every dish
17:17on the menu.
17:18I find it hard to imagine how you can sell a Dutch-style ploughman's for £12.50, but you charge
17:25the same for battered cod and chips with peas, tartar sauce and a lemon wedge.
17:30How have you worked them out?
17:31Everything behind the bar is what I've done through calculations, but your kitchen method is a bit more, what's the
17:38neighbour doing?
17:38I haven't had time to do that. I just...
17:41You don't need to. What you need to do is get a very nifty little app.
17:45Let's say your menu price is £12.50. You want to make 60% margin and VAT is 90%. Then
17:53it tells you how much it should cost you to put it on the plate.
17:56OK. Perfect.
17:57So, as long as you're spending less than £4.17, you're OK.
18:02So, that's your homework. The margin, it has to be for a pub, at least 60%.
18:08OK.
18:09Yes, 65 is what I've been working out everything for behind the bar.
18:12Well done.
18:14We haven't even liaised with each other when it came to making that menu.
18:18Oh, no.
18:18I had no idea what you were going to put on it, no idea what you were going to charge
18:21for it.
18:22I'm excited to see if our guesswork on these prices have actually made a profit.
18:28Wait, you didn't even calculate the profit?
18:32No.
18:36Andrea, I'm doing five million things at once.
18:42Right, shall we work this out?
18:45OK, let's do the fish.
18:47The fish is £4.49.
18:49The main challenge here is getting Hendrik to grow into his role as the landlord.
18:55How many portions do you get out of a bag of peas?
18:58Making him feel confident about telling people what to do.
19:01It should be 18.40.
19:04Christ.
19:05We've been underselling ourselves about £6.
19:09Being clear about what his goals are.
19:11Being clear about how to achieve them.
19:13So, that is my challenge. Should I choose to accept it?
19:16And I do.
19:22I've woken to another gorgeous summer's day.
19:27Morning. Good morning.
19:28And to a landlord who has clearly slept on my words from yesterday,
19:32and rather than leaving it to mum,
19:34has been having some ideas about the beleaguered and unloved dining area.
19:39It is a bit of a mess, to be honest. Yeah.
19:41But this being such a rural and farmable area,
19:45I would like to show in this room that we support British farming.
19:49Have you got any ideas about how we could do that?
19:51That's where I was hoping you could come in.
19:53OK.
19:54Let's get rid of all the plastic plants.
19:58I don't think Mum will be too happy.
20:02Since moving in as a family, Mum Louise has put her stamp on the interior.
20:06I think it's time Hendrik fought back.
20:10We're getting rid of all your plastic. It's going.
20:14I'm loving this right now. I've hated these plastic.
20:17I mean, honestly. It's a beautiful walk-in.
20:20And it's not just these plastic monstrosities.
20:23It's also a haven for the dreaded knick-knacks.
20:27All these things are just literally dust collectors.
20:30What have tiki heads got to do with this area?
20:34I was just trying to cheer the place up.
20:37I'm just glad somebody with authority came in to finally tell my mother.
20:42No tiki heads in the middle of a country pub.
20:47So, what we have to think of is a theme.
20:50And it's obvious to me that you like horses.
20:53So, imagine we've got those three like that.
20:57Yep.
20:58And then that one there.
20:59Yep.
20:59And then this one at the end.
21:01You've got a whole hall of horses.
21:03Yeah.
21:03That actually looks like they all belong together.
21:06Small changes like this don't break the bank.
21:08And the result is the beginnings of a properly curated pub dining room.
21:14Good.
21:15There's more I'd like to do here on my return.
21:17But now I want to turn my attention to the beer garden.
21:22Come down here, darling.
21:23There are around 27,000 pubs in the UK with beer gardens and it's no wonder, as they can increase
21:30capacity, attract customers in the good weather, provide space for events and, if done well, create the perfect atmosphere to
21:39boost sales and encourage repeat visits.
21:42All leading to bigger profits.
21:47Unfortunately, Hendrik hasn't yet caught on.
21:51You're in this amazing landscape.
21:54Yeah.
21:55This is such an eyesore.
21:57Why is all that there?
21:58And why is all this visible?
21:59Can I ask that you at least put up something, shield it from view?
22:03Yeah.
22:04This is not a thing of wonderful beauty.
22:07I think you can tidy it up.
22:09Yes.
22:09I'm thinking having an outdoor bar here.
22:11That's a good idea.
22:12I like it, but we have to tidy it up.
22:14I think they should be capitalising on their garden space and I just want to try and inspire them to
22:18make the most of it.
22:20Hendrik needs to realise what a huge asset he's sitting on and cash in on it quickly to make the
22:26most of the summer season.
22:29And to help him...
22:31Hi, Andy.
22:32How are you? Are you OK?
22:33Nice to see you.
22:34..I've arranged for us to visit a nearby award-winning pub.
22:37Are you OK?
22:38So, I've brought the guys to see what a lovely garden you've got.
22:42Yeah.
22:43Four years ago, we decided to develop this area.
22:46It was just a bit of grass, really, in a small car park.
22:50It was a massive game-changer for us.
22:51In creating the outside area, Andy increased the seating capacity by over 150%.
22:58Do you get families here?
23:00We do.
23:00On a Friday after school, we get the kids and the families.
23:04How long have you been here?
23:05I've been here since 2020.
23:08And we won Great British Pub of the Year in 2023.
23:11Well done.
23:11Very well done.
23:12Very good.
23:13And I believe that is outside bar.
23:16Yeah.
23:16We built that ourselves for a special event.
23:18It gets really busy.
23:19OK.
23:20Are we going to have a look around?
23:21Is that all right?
23:21Yeah, feel free.
23:26Just look how smart this looks.
23:28Yeah, really nice.
23:29White parasols.
23:31I wanted just to show you that you can't just sit on your hands
23:35and just wait for people to come to you.
23:37You have to improve the offering, your menus.
23:41You want someone to come to you once
23:43and then think this is nice enough to come back again.
23:46Yeah.
23:46I need you to think about what you can achieve at The Plume.
23:49What it could be.
23:51I've got to say I'm well impressed with what they've done with the outside of it.
23:54It's everything I would like my pub to grow into.
23:57Now that I've shown Hendrik how pimped up gardens can pull in punters,
24:01I want to outline my plan to show off his.
24:05I want us to have an event to relaunch your new and improved pub to a whole new load of
24:12people.
24:12OK.
24:13I also want them to scrutinise the menu while I'm gone and clear out the dead wood.
24:19One of the reasons that you struggle in the kitchen is because you've got a lot of items on the
24:23menu.
24:24I would like you to start making some decisions about what you keep on the menu and what you keep
24:28off.
24:29OK.
24:29Yeah.
24:30And finally, before I return, I want Hendrik to recruit a member of staff to show he's making moves towards
24:37his family stepping back.
24:38If it's going to be a valid business, I think we've got to be more professional about the help you
24:45need around it.
24:47Does this all make sense?
24:51You're very silent. Why?
24:53Are you?
24:54Are you the experts?
24:58OK, it's no good if you're not going to speak, though. It's not going to...
25:01I've just got nothing else I've had.
25:03You got very enthusiastic when we were at Andy's for a moment.
25:08Well, it was just nice being out and seeing something different.
25:11Yeah.
25:12But also, you know, his enthusiasm is enough to carry anybody along.
25:19It's important to try and transmit the right attitude.
25:26We're all going to do everything we can to help your business.
25:29But you have to show some answering spark, so I do expect you to make a bloody effort.
25:35When we were at the pub today, it was everything I wanted my pub to be.
25:40And then coming back to mine, it's a bit overwhelming.
25:48I don't have that much competence, and it's been something I've had a problem with pretty much my whole life.
25:55So it's not that I don't think I can get my pub there, but...
26:03I just don't think I can do it on my own.
26:13I didn't realise we cooked so much.
26:15So we're going from 27 down to five or six main meals.
26:2024-year-old rookie pub landlord Hendrik took over the plume of feathers to provide a home for his family
26:26when they lost their farm tenancy.
26:28The Dutch Clemens is a nice spin-off.
26:31In return, they've provided free labour, but in four months, Mum is hanging up her apron.
26:37I'm going to step back a bit and let him man up and run it.
26:41The seafood platter flies off the shelves.
26:44Maybe I felt the kitchen was mine. The kitchen's mine.
26:48No, let Hendrik advise me on the menu and acknowledge his position as the landlord.
26:56We need to revamp this in a way that shows our support for farmers.
27:00So we need to make a point about that, so it's from local butcher.
27:03Yeah.
27:04Endorsing British farming will boost sales in this rural community,
27:08and shaking up the menu will ensure only the dishes that sell and make money remain.
27:18I'm hoping that Hendrik will also invest time and effort in his biggest asset, the pub's beer garden, ready for
27:24the big relaunch to New Clientel.
27:27Oh, it looks a lot better in our balance.
27:29Yeah.
27:30But when I left Hendrik, he was having a crisis of confidence, and I desperately want to help.
27:37Hi, how are you all? Hello. Good morning.
27:40So I've come up with a plan to pair him with a mentor who can help him grow into a
27:45landlord.
27:46I have a very young publican who I worked with a couple of years ago, Rhys, who had one pub,
27:53then two, and he's now just taken on a third one.
27:55And I think it would be nice for you to go and spend some time with him. Does that sound
28:00like it might be useful?
28:01No, that sounds brilliant. More help, the better.
28:04Three pubs now. He's cleaning knows what he's doing.
28:07Good! See you soon. Bye.
28:10Take care. Bye.
28:124.50, bud.
28:14I first met Rhys three years ago, when he was opening a second pub in Salisbury, the Anchor & Hope,
28:20with boyfriend Mikey, just around the corner from the first, the Royal George.
28:27And that's where I'm sending Hendrik, for some confidence-boosting coaching from someone his own age.
28:34Hi, how are you all? I'm Rhys. I'm Hendrik.
28:36Nice to meet you. I'm Mikey.
28:38Rhys has now taken on a third establishment, and is perfectly placed to mentor a new kid on the block.
28:44What's your worry?
28:46I don't know. At the minute, it's me, my mum, my dad and my sister. My family, they're looking to
28:50move out at the end of the year.
28:52But I'm struggling with my confidence, so I've never really believed in anything that I can do.
28:57You are the landlord. This is your house. You are the boss.
29:00You've got to want to really do it, otherwise there's no point. You won't enjoy it, and you'll hate it,
29:03you'll resent it, and then that's no good place.
29:06I think the main priority for you right now, and your family, to be able to take a step back,
29:11is getting that staff.
29:12And it's going to be a small team. Yeah.
29:14You'll definitely need someone in the kitchen. Absolutely.
29:16You'll need front of house, and you'll need probably a pot wash. You're starting off as a very small business.
29:22Yeah. And that's how I restart it.
29:23I always said one was enough. I always said one was enough.
29:27Although it wasn't something I intended on doing, it's still something I want to do the best at.
29:31I'm trying to get new clientele in, broaden the spectrum. Typically they bring more money, so how do I do
29:36that?
29:36Marketing, marketing, marketing. Literally marketing, marketing. Like it's a new owner doing new things.
29:40Under new management. Under new management, exactly. So it looks like it's started again, basically. Like it has.
29:45We're absolutely happy to help you, and then, in the end, you'll be like, what was I ever worried about?
29:50Yeah.
29:51I've got to say it was an absolute pleasure to meet Rhys and Mike.
29:54Shocked about their energy.
29:56This is their trade. You can see how much they've been loved it.
29:59Just being over here and see that somebody my age has just done it, and has come out smiling with
30:04that.
30:04Generally, it has lifted me.
30:07I could definitely empathize with what he's going through, because it's really overwhelming when you're just learning out.
30:11He's kind of been chucked into it, but he really needs to find his passion, or he's just going to
30:15flop, and it's not going to work.
30:17And now he has Rhys and myself as well, so...
30:21Yeah, he can always talk to us. We're definitely going to go up and see him.
30:28It's been three weeks since I was last in rural Worcestershire.
30:32I had the cunning idea of getting Hendrik to be mentored by Rhys, and I'm hoping that this would bolster
30:40his confidence and motivate Hendrik to enjoy the moment and the changes that are possible there.
30:48Here we go. Gosh, look how nice it looks.
30:52Ooh, and a few little flower pots.
30:55It's looking really much smarter.
30:58Aha! The man himself. Hello.
31:00Hello. How are you doing?
31:02How are you? Nice to see you.
31:03I see you too.
31:04How's everything going?
31:05Well, it's nice to have some jobs ticked off the list, so that has lifted spirits.
31:09No! I can't believe it.
31:11Yes. Up and busy.
31:11After speaking to Rhys and Mike...
31:13Was it useful?
31:14Very useful.
31:15They're such nice guys.
31:17Essentially...
31:17Do you have any advice for you?
31:19As long as you show confidence, that goes a lot further than you can anticipate.
31:23Yeah.
31:23The sum up was, grow us fine.
31:26Something else he mentioned was about the staffing.
31:29So, I have also hired a pot wasp.
31:32It sounds to me like you're feeling quite in control of everything.
31:36I'm so happy because life is for living and isn't just for enduring, is it?
31:40Now, would you like to see the improvements we've done?
31:42Yes!
31:42I'm longing to see it.
31:45That was a compliment and a half when she said that I was seeming more competent and now I'm taking
31:50more control again.
31:52That was a little happy moment then.
31:54Replenished outdoor bar area.
31:56That looks much better.
31:58The once messy lean-to is now a working outdoor bar and barbecue area, which we can put to good
32:04use at tomorrow's relaunch.
32:07All the walls have been repainted.
32:09Very good.
32:10All the wood's been repaired.
32:11So, if you'd like to follow me around the back.
32:13Yes, I would.
32:15As you can see by the army of trucks, we're working on fencing it.
32:21He's certainly invested wisely, shielding off the unsightly areas with smart fencing panels.
32:27Oh, well done, darling. That is going to make such a difference. Darling, well done.
32:32You've kind of got the bit between your teeth, it feels like to me.
32:37Hendrik seems like a completely different person.
32:39He seems a lot more cheery, a bit more energetic, a bit more committed.
32:46He's grown in confidence.
32:48It shows.
32:50Now let's see if Hendrik's taken control of the menu.
32:53One page!
32:55Just one page.
32:55Oh, look at this. This is the holy grail of menus. Do you know that?
32:59I much prefer it on white.
33:01You've got your children's portions, which is such a brilliant idea.
33:05And have you done all the pricings?
33:06Yes.
33:07OK, brilliant.
33:09We are committed to supporting our local farmers.
33:12All meats, eggs, cheeses and breads are sourced from this area.
33:16Perfect.
33:17Now that the food offering is well designed, profitable and delivering the right message,
33:22I want to do the same with the dining space.
33:26Ah, there we go.
33:27I've bought with me a rustic-looking blackboard to display the new streamlined menu.
33:33Beautiful.
33:34Beautiful.
33:34And if we give it an orange border...
33:37We want it really nice and orangey on the edge.
33:40It will not only tie in with the accent wall, but draw the eye too.
33:44When you go to a bold colour like this orange, you have got to commit to it.
33:50It can't just be one wall.
33:52If Hendrik's hoping to boost diner numbers...
33:55And then this moves over here.
33:56We need to maximise space for the winter months.
34:00And then let's put stalls around it for the moment.
34:02Stalls, I think, works better.
34:03Great.
34:03So they'll match that.
34:05Good.
34:06And although it wouldn't have been my choice, I've also embraced the orange and splashed out on cushions to give
34:12it a more curated, cosy and comfy feel.
34:15Ooh, they're a good colour.
34:18Take notes, Mum.
34:19With just a bit of tidying up, some clever rearranging and a few relevant accessories, the dining area now feels
34:26bigger, brighter and shouts country pub.
34:29Although I've just spotted one rogue item.
34:33Louise, darling, I'm sure you wouldn't have put in an artificial plant, would you?
34:39I hid in the ladies' loo.
34:41I'm going to leave Hendrik to argue that one. After all, he's the boss.
34:47Ta-da-da!
34:48I love that!
34:52I'm really pleased with the result, but now I need to turn my attention to tomorrow's relaunch.
34:5930 years ago, children under 14 were not allowed in pubs, but now landlords rely heavily on this family market,
35:07with over a billion pub meals sold a year.
35:10And to repeat Rhys' excellent advice to Hendrik, it's all about marketing, marketing, marketing.
35:17So while I leave Hendrik to take delivery of the beer...
35:20It's a lot of cakes today, is it?
35:22Yeah, I got quite a few.
35:24Meredith and I are on the hunt for families, and we're starting at the local campsite.
35:29Can I give you a leaflet?
35:31The Malverns are becoming more and more popular with tourists.
35:34We're from the Plume Feathers pub in Castle Morton.
35:37Overnight stays are on the up, and with tourism contributing nearly £200 million to the region...
35:44Can we bother you?
35:45..the plume should take its share.
35:48We're having kind of like a grand reopening tomorrow.
35:50We've got Bouncy Castle, face painting, I think even a bubble machine.
35:55Happy days, yeah, definitely, that sounds great.
35:56I want to have it known as a place for families, somewhere that people come and eat.
36:01We've got a family fun day tomorrow.
36:03Hello.
36:06It's really important to get a new clientele here.
36:10See you tomorrow.
36:12Bye.
36:14Tomorrow, it's a complete unknown.
36:16We're just going to have to hope the best to suck it and see.
36:27It's the big family fun event day to relaunch the pub to new clientele.
36:32This is the first time that they're doing a family-friendly event.
36:35Word tends to spread, and if they get a good reputation for food and for friendliness,
36:40I'm pretty sure they'll have some regular trade, which is exactly what Hendrik needs.
36:45See you in a minute.
36:46See you in a minute.
36:47I also want to use today to secretly test Hendrik's managerial skills.
36:52He'll be back in a minute.
36:54The event opens at noon, so preparations need to run like clockwork.
37:00Hello, hello.
37:01Does the barbecue need... Is it a gas barbecue?
37:04Yes, never even turned it on yet.
37:08Somebody has to get a gas bottle.
37:10I mean, I'm not saying that this is last minute or anything, but...
37:13It's already 10.30, so...
37:15The garden is looking good, with a new sale up for shade and shelter
37:18and reclaimed tables and chairs to increase capacity.
37:22But there's no sign of the landlord and no gas or meat for the barbecue.
37:27Hello.
37:28Yeah, hi, Jo.
37:33Burgers were meant to be here before 12, and it's not working out like that,
37:37so I'll go and get them.
37:39When I have an event on, it's like a military operation.
37:42They haven't tested the barbecue, they don't have the gas bottle,
37:46the meat hasn't arrived yet.
37:48Hendrik has gone to do something about his car.
37:51We've got an hour before people are supposed to start arriving.
37:55I mean, you know, I've never yet in my life hoped that people don't arrive,
37:59but this might be the first occasion.
38:03Luckily, I've organised for some highly experienced hands to help.
38:08Hello, my friends.
38:09Hi.
38:10Rhys and Mikey.
38:11It's all hands on deck.
38:12Absolutely.
38:13Great to get stuck in.
38:14Follow me.
38:15This way.
38:15Let's see what we can do.
38:17Right.
38:18Go.
38:23We've got ten minutes till we're starting.
38:25There's already people in the car park.
38:27I feel slightly disturbed.
38:29I'm bloody glad that Mike and Rhys are here to help.
38:33There's bloody fridge and it's bloody beeping.
38:37Got a bit close to the knuckle.
38:39It's a bit late.
38:40Come on.
38:41Here you come.
38:42The burgers have finally arrived, just as hungry families are piling in.
38:47There's the gas.
38:49Today is a managerial test for Hendrik and currently he's scoring very low.
38:54I think I need to remind him who's boss.
38:57This is your pub.
38:59You've got to leave from the front.
39:00Yeah.
39:00Oh, el general.
39:02What have you ordered?
39:05The good news is our flyers have done the job.
39:08And for the first time in a long time, the plume is welcoming in a whole new clientele of families.
39:17All the drinks are at the bar though, on the inside.
39:20Thank you. That's great.
39:21Yeah.
39:23The bar is going great guns.
39:27And there are queues for the hot dogs and burgers.
39:30It's lovely here.
39:31It's really nice.
39:31Did you know the pub before?
39:33We've driven past so many times but never popped in.
39:36Do you think that this might encourage you to stop another time?
39:39100% yeah.
39:41It's brilliant isn't it?
39:42It's put the pub back on the left.
39:44Thank you very much for coming.
39:46I'm really glad you did.
39:49Unanimously it's agreed that this has been a success and that people who are here will come back again.
39:54I think they are putting it at an open door.
40:01Are you pleased with how it's going?
40:03It's just everything I wanted it to be.
40:05New clientele, big event, everybody enjoying it, the whole team knowing what to do.
40:10Oh darling.
40:11I can't thank you enough.
40:12I'm good darling but you see it is possible.
40:14Just remember that you are the boss.
40:17Yeah?
40:17Thank you so much Alex.
40:18Pleasure.
40:20Thank you so much.
40:22This wasn't something that I thought I would ever see myself doing.
40:25Taking on a pub and being my own boss.
40:29Alex has given me the tools to help with that.
40:32Everyone loves it here.
40:34You know today was all about families and this is something you really want to encourage.
40:39So you want a database of mums and kids.
40:41So next time you do a kind of like Mad Hatter's Tea Party.
40:45Or a Summer Fate.
40:47You have people that you can contact and say please come with your children.
40:51I'm quite excited by it.
40:55However I have got some pointers from my undercover managerial test.
40:59That your preparation was shocking.
41:02You are il generalissimo and you have to say you're doing this, you're doing this, you're doing...
41:09In every event like this preparation is absolutely key.
41:14Hendrik has learnt so much and I'm certain he'll go from strength to strength.
41:19Meredith is going back to uni and your parents are leaving you to live their own lives.
41:24I have great faith in you.
41:26Are you cool?
41:27Yes?
41:28I feel pretty good.
41:28Yeah, I'm feeling a bit more confident.
41:30Yeah and you're confident that you can do it without me and dad.
41:34Yeah.
41:34Yeah?
41:34I think you've come a lot further than I thought you were going to.
41:37I wish you all the luck in the world.
41:39Thank you very much Alex.
41:40See you.
41:41Bye bye.
41:45Here's to the future.
41:46They were homeless.
41:48They were homeless.
41:48You know how it's a home.
41:49You know how it's a business.
41:50I've definitely seen a growth in confidence in Hendrik.
41:54This is going to give him the springboard to do whatever else he does.
41:57What more can you ask out of life?
42:07Hey Alex, how are you doing?
42:09Thank you so much for all your help.
42:10It's been a real big learning curve stepping up into the role of a Republican.
42:14I feel a lot more confident now.
42:17Since you left us we've had a few more events and we've had the locals well impressed with
42:21the newly decorated dining room along with the new menu.
42:24Mum and Dad, how about you going on holiday to Sicily?
42:27They definitely needed that holiday.
42:28Thank you very much for what you've done to the proof.
42:30You had a fantastic summer and Hendrik is doing very well.
42:34I'm also very grateful not to be there now.
42:40And the hotel inspector is back new next Thursday at 9.
42:44Join Dan Snow on a breathtaking journey through Egypt.
42:47Stream the whole series now on 5.
42:50Next, at just 10 years old, Charlene Lennon and Lisa Hoodless went missing as they walked
42:55to school, triggering one of the UK's largest missing persons case.
42:59Brand new true crime snatched after the break.
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